Customer Experience Manager - Hawthorn East
We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.
About the team
Our Coles Customer Care team is an enterprise-wide team supporting Coles Supermarkets, Coles Online, Coles Liquor and new ventures, QuiteLike and Swaggle, each with their own unique offering and customer base. With a network of more than 930 stores and ultra-convenient online sites, delivering on our commitment to provide accessible drink solutions for every occasion.
About the role
A ten-month, fixed term contract role for a Customer Experience Manager has eventuated at the Coles Group. In this position, you will be responsible for ensuring our customers have a seamless digital experience when contacting our support teams. You will be accountable for the relationship with our vendor and managing up to 200 agents.
Your primary function will be:
- Primary day-to-day contact between Liquor, QuiteLike and Swaggle eCommerce and all levels of the Probe operations and leadership teams, creating and executing on plans to increase revenue, reduce costs, delivering best-in-class customer interactions, maximizing vendor productivity.
- Assist in the creation of the customer contact strategy, including vendor management and systems strategy to enhance the customer experience.
- Provide the Liquor, , QuiteLike and Swaggle eCommerce team with data-driven process improvement opportunities to ensure efficient and low-error-rate endto-end processes for the Operations area, aligned with growth aspirations.
- Deeply understand customer needs and be the voice of the customer for Liquor, , QuiteLike and Swaggle Online.
- Design and implement a Voice of the Customer (VOC) program to gather customer feedback and drive service improvements.
- Develop and execute service strategies for all eCommerce brands, including to enhance the customer experience and drive customer loyalty.
- Collaborate with other departments/brands to align service strategies with overall brand objectives.
- Prepare regular reports on team performance, identify areas for improvement, and make recommendations to senior leadership.
Key responsibilities will include
Vendor Management
- Provide clear direction and leadership to the Probe (vendor) leadership team to establish and develop a high-performance service culture that meets or exceeds stated KPIs
- Proactively review operations metrics to ensure alignment and achievement; manage and enforce customer processes
- Assist with negotiate contract addendums as necessary
- Collaborate with Probe to plan and conduct quarterly business reviews
- Work within the budget to implement company incentives and any other necessary operational processes to drive the overall commercial performance
- Actively participate in the due diligence assessment of potential partner/vendor capability
- Collaborate with contact centre vendor to optimize cross-channel customer engagement and service performance
Relationship
- Manage and report to key stakeholders the performance of the contact centre vendors operation
- Mentor and coach onsite supervisors and/or managers to deliver on service targets
- Continually challenge teams and individuals to achieve exceptional levels of performance
- Influence and lead change implementation onsite, balancing immediate short and long term needs to achieve goals
- Create a powerful relationship with the contact centre vendor to ensure successful realisation of strategy as well as identifying new industry trends/technologies are understood and where applicable implemented
Customer Experience
- Truly valuing the customer and being passionate about making their needs a priority to create the best customer experience every time
- Consistent service quality delivered against agreed standards
- Delivery of a world class digital-led customer experience
- Delivering required results against agreed operational KPIs
- Design customer service strategy and initiatives in line with the objectives of the business
- Enhance the service reach/access collaborating with the respective business heads
- Create new call interaction experience that reduces Contact to Order metrics
Operational Excellence
- Channel optimization assessment to ensure operational efficiencies are maximised
- Ensuring the operations team exceed all legal, compliance & regulatory obligations
- Conform with all internal operating policies and procedures relevant to the position
- Provide professional and ethical behaviour by ensuring compliance with external legislation, standards and internal operating policies and procedures relevant to the position
- Deep dive into customer interactions where we could not fulfil our customers’ needs and recommend process improvements and opportunities for new service offerings with the goal of zero rejections
- Through effective customer demand management, ensure agreed service levels are adhered to
- Budget management & expense control
Voice of the Customer
- Identify different mediums to interact with Liquor, QuiteLike and Swaggle eCommerce customer base to ensure continual improvement opportunities are identified and to create customer advocacy
- Review customer feedback to identify opportunities to improve service
- Manage the customer relationships by championing the client’s needs
- Conduct deep dive analysis and provide routine executive level reporting on the customer pain points
- Work with broader Coles Customer Care and Insight teams to provide customer intelligence
- Help service as a senior point of contact for customers with critical escalations when required
- Drive positive CSAT scores across Liquor, , QuiteLike and Swaggle eCommerce by identifying, reporting and designing a series of strategies to improve key metrics that drive scores
- Work closely across levels with senior and middle leadership including head of departments, process managers, service delivery heads, market heads with a vision to be one step ahead of customer requirements
Financial
- Lead and deliver reduction of Liquor eCommerce costs
- Lead and deliver approved Business cases delivery of targets and measures
Mandatory Compliance
- Accountable for individual and team compliance with company values, policies and procedures (including Coles Code of Conduct) and all applicable external laws and regulations.
- Embedding compliance requirements into business planning and practices.
- Establishing and maintaining effective governance practices across areas of responsibility.
- Leading a strong governance and compliance culture amongst team.
- Resolving, managing and reporting compliance incidents.
- Ensuring team member compliance, training and development is adequately addressed.
About you & your skills
- 5+ years working in a contact centre environment
- Experience in e-business
Commercial Skills and Formal Qualifications
- Tertiary qualifications preferred
- Demonstrated ability to leading complex and/or broad discussions, presenting ideas with diplomacy, authority, conviction and commitment.
- Strategic thinking capability
- Must be able to work with complexity and ambiguity in a dynamic and continuously changing environment.
- Proven ability in devolving innovative solutions to deliver exceptional levels of customer service by challenging the excepted ‘norms’
What’s in it for you?
- Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
- Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
- Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hot deals exclusive to team members that translate into additional savings.
- Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks.’ You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
- Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
- Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
- Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.
Take your next step into something bigger, apply now!
With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave, and parental leave entitlements.
We’re continuing to build a gender equitable team, and a culture that’s just as diverse, inclusive, and welcoming as the communities we serve. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation, and gender identities.
We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process' section of our careers site or email inclusionrecruitment@coles.com.au.
Job ID: 153145
Employment Type: Fixed Term